For all parts of the organization — management, marketers, product developers, strategists, customer service: Understand that Customer Experience is Real, not hype, not a program, not a fad. I would like organizations to truly understand that the customer experience is solely owned by the customer and totally dependent on the customer’s perception of all company interactions. Always keep the customer at top of mind for any and all company activities: create real value for the customer with every product, service, conversation, decision and action. — Julie Hunt